Need support

[den_mar]

Hi,

I have a rackmount computer that was purchased from MTU just last month. I have a lot of noise coming from what sounds like an internal fan. It started off not too loud but now has amplified so much that I know that something has to be done about it before something really goes haywire. I would take it to a local computer shop or ship it back to you, whatever you say. Meanwhile I will have to go back to using discs until this is corrected. Sorry to post here for hardware problem but I have tried to contact through phone and support email.
Dennis

[dlessnau]

Originally Posted by den_mar

Hi,

I have a rackmount computer that was purchased from MTU just last month. I have a lot of noise coming from what sounds like an internal fan. It started off not too loud but now has amplified so much that I know that something has to be done about it before something really goes haywire. I would take it to a local computer shop or ship it back to you, whatever you say. Meanwhile I will have to go back to using discs until this is corrected. Sorry to post here for hardware problem but I have tried to contact through phone and support email.
Dennis

I have used Hoster for three years with no problems. However, if I was a potential new purchaser and saw a post like this, where he says he has tried to contact MTU through phone and support email with no success, it would scare me away.

I know when I first purchased my laptop and software, I could not get a picture on the TV. I did not know how to set up my duel video card to make it work.

I managed to get a call through to Bryan and he talked me through what I had to do. If I was not able to get those instructions, I would have been very unhappy.

I hope the problem of hard to get support, other than the forum, is not the norm. If it is, support should be improved. Especially for new buyers.

[George]

Here's what is clearly stated regarding support policy under the SUPPORT link.

http://www.mtu.com/support/customer-support.htm

[dlessnau]

I understand they can't answer question personally for the thousands of owners of Hoster. I personally use the forum all the time and it always solves my problem.

You personally have helped me several times for which I thank you.

However, that being said, I think it would be a good idea to have a sort of two week special help time available for new purchasers to ease them into using the software in the beginning.

After that period, they could use the forum.

But in Den_Mars case, it seems he went through the correct channels for his problem but received no reply. That is not good.

[den_mar]

Hi, just got off the phone with Bryan. Per his instructions I fixed the problem and none to soon as it was a large wire just laying loose that actually was blocking the motherboard fan motor from turning. I was getting a little nervous but all is well.
Thanks for your post too delessnau.

[MTUSUPPORT]

Glad that got it all working, I told you that it was an easy Fix, from the sound of it. Much better than taking it somewhere.